Shipping policy
At Fuzzo, we work to get your pet’s essentials to you safely and as quickly as possible.
This Shipping & Delivery Policy explains how orders placed through Fuzzo are prepared, shipped, and delivered within the State of Kuwait.
1. Delivery Areas
Fuzzo currently delivers to all areas across Kuwait.
Delivery availability may vary depending on your location, the products ordered, and operational coverage.
If we are unable to deliver to your location, our team will contact you whenever reasonably possible.
2. Delivery Time
We aim to process and deliver orders as quickly as possible.
The estimated delivery time will depend on your location, order time, product availability, and delivery capacity.
Delivery estimates provided on our website, during checkout, or through order communications are estimates and are not guaranteed delivery times.
Orders placed during weekends, public holidays, promotional campaigns, or periods of unusually high demand may require additional processing or delivery time.
3. Order Processing
Once your order has been successfully placed, Fuzzo will begin processing and preparing it for delivery.
Processing may include:
- Payment verification
- Order confirmation
- Product availability checks
- Picking and packing
- Preparing the order for dispatch
You may receive updates regarding your order through the contact information provided during checkout.
4. Delivery Fees
Applicable delivery fees are displayed during checkout before you complete your order.
Delivery charges may vary depending on factors such as:
- Order value
- Delivery location
- Delivery method
- Current promotions or offers
Any applicable delivery charge will be shown before payment or order confirmation.
From time to time, Fuzzo may offer free delivery or discounted delivery as part of a promotion. Such offers may be subject to a minimum order value, selected locations, specific products, or other promotional conditions.
5. Delivery Address
Customers are responsible for providing accurate and complete delivery information when placing an order.
Please make sure you provide the correct:
- Full name
- Mobile number
- Area
- Block
- Street
- Building or house number
- Floor and apartment number, where applicable
- Any additional delivery instructions required to locate the address
Fuzzo will not be responsible for delays resulting from incorrect, incomplete, or outdated information provided by the customer, subject to applicable law.
If you notice an error in your delivery information, please contact Fuzzo Customer Support as soon as possible.
We will try to update the information if the order has not yet been dispatched.
6. Delivery Contact
Our delivery team or delivery partner may contact you using the mobile number provided with your order to:
- Confirm your location
- Request additional directions
- Coordinate delivery
- Notify you of arrival
- Resolve a delivery issue
Please ensure that the mobile number associated with your order is correct and reachable.
7. Failed Delivery Attempts
If we are unable to complete a delivery because the customer is unavailable, cannot be contacted, provides an incorrect address, or refuses the order without a product-related issue, the order may be returned to Fuzzo or scheduled for another delivery attempt.
Where permitted by applicable law, an additional delivery fee may apply to a requested re-delivery where the original failed delivery resulted from circumstances attributable to the customer.
Our team will communicate any applicable charge before arranging the re-delivery.
8. Cash on Delivery Orders
Where Cash on Delivery (“COD”) is available, please ensure that you or an authorized person is available to receive and pay for the order.
Fuzzo may contact you before dispatch to confirm a COD order.
Repeated unjustified refusal or misuse of Cash on Delivery orders may result in COD being restricted for the relevant account, mobile number, or customer, where permitted by applicable law.
9. Delivery Delays
While we aim to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances such as:
- High order volumes
- Traffic or road conditions
- Severe weather
- Public holidays
- Product availability
- Operational disruptions
- Delivery partner delays
- Government restrictions
- Events outside our reasonable control
If a significant delay affects your order, we will make reasonable efforts to keep you informed.
10. Product Availability
All orders are subject to product availability.
In rare cases, a product may become unavailable after your order has been placed.
If this happens, Fuzzo may contact you to offer an appropriate solution, which may include:
- Removing the unavailable product from your order
- Offering an alternative with your approval
- Refunding the unavailable product
- Cancelling and refunding the affected order where necessary
We will not substitute a materially different product without your agreement.
11. Receiving Your Order
We recommend checking your order as soon as reasonably possible after delivery.
Please confirm that:
- The correct products have been delivered.
- The quantities are correct.
- Products are not visibly damaged.
- Packaging and seals are in appropriate condition.
- Consumable products are within their applicable expiry period.
If you notice an issue, please contact Fuzzo Customer Support as soon as reasonably possible.
12. Damaged, Missing or Incorrect Products
If your order arrives damaged, contains an incorrect product, or is missing an item, please contact Fuzzo Customer Support and provide:
- Your order number
- A description of the issue
- Clear photos or videos of the affected product and packaging, where applicable
Once the issue has been verified, Fuzzo will arrange an appropriate solution in accordance with our Return & Refund Policy and applicable Kuwaiti consumer protection requirements.
Where the issue is attributable to Fuzzo or our delivery process, you will not be charged for the associated replacement or corrective delivery.
13. Leaving Orders at the Door
If you specifically request that an order be left at your door, reception, security desk, or another unattended location, the order may be considered delivered once it has been placed at the location you requested, to the extent permitted by applicable law.
For temperature-sensitive, perishable, or other products requiring appropriate handling, unattended delivery may not be available.
We recommend receiving such products directly whenever possible.
14. Changes to an Order
If you need to change your delivery address or other order information, please contact Fuzzo Customer Support as soon as possible.
We will try to accommodate your request if the order has not yet been dispatched.
Once an order has been dispatched, we cannot guarantee that the delivery address or order details can be changed.
15. Order Cancellations
If you wish to cancel an order, please contact Fuzzo Customer Support as soon as possible.
Orders that have already been prepared or dispatched may not be eligible for immediate cancellation and may instead need to be handled in accordance with our Return & Refund Policy and applicable Kuwaiti law.
16. Returns After Delivery
Returns and exchanges are governed by the Fuzzo Return & Refund Policy.
Please review that policy for information regarding eligibility, return conditions, refunds, damaged products, incorrect products, and other return-related matters.
17. Consumer Rights
Nothing in this Shipping & Delivery Policy is intended to exclude or limit any mandatory consumer rights available under the laws and regulations of the State of Kuwait.
If any provision of this policy conflicts with mandatory Kuwaiti law, the applicable legal requirement will prevail.
18. Contact Us
If you have questions about your delivery or need assistance with an order, please contact Fuzzo Customer Support through the contact details provided on our website.
Please have your order number ready so our team can assist you as quickly as possible.
Fuzzo — Everything your pet needs, delivered to your door.
